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Midlands Retail & E-Commerce StartUp of the Year 2026 - Regional Finalists | Free UK Tracked Delivery on All Orders
Best Business Startup of the Year 2026 - UK Small Business Awards National Finalists
RETURNS & REFUNDS
Our Returns & Refunds Policy
We want you to love your gear.
Because everything is handmade to order, we have a few specific terms - but if there's ever a problem, we'll always work to put it right
Our Promise to You
We're a small business that takes real pride in our work.
If your order arrives faulty, damaged, or not as described, we'll always make it right - whether that's a repair, a replacement, or a refund. Just get in touch and talk to us.
Made-to-Order Items
Almost everything we sell is handmade to order and crafted specifically for you, often in your choice of colours and size.
Under UK consumer law, made-to-order or personalised items are exempt from the standard 14-day right to cancel, as they cannot be resold. This means we're generally unable to accept returns or offer refunds simply because you've changed your mind.
We'd always rather get it right first time, so if you're unsure about colours or sizing before ordering, please get in touch - we're happy to help.
Faulty or Damaged Items
Your statutory rights are unaffected.
If your item arrives faulty, damaged, or not as described, you're entitled to a repair, replacement, or refund.
Please contact us within 48 hours of receiving your order, including a photo of the issue, and we'll put it right as quickly as we can.
Items Lost in Transit
All orders are sent fully tracked.
In the rare event your order is lost in transit, get in touch and we'll investigate with the courier. Once an item is confirmed lost we'll arrange a replacement or refund.
Please note that delivery timescales for international orders can vary due to customs, so we may ask you to allow a reasonable period before an item is considered lost.
Sizing Issues
As bracelets are made to your selected size, we're unable to offer free returns or exchanges for incorrect sizing.
Please measure carefully using the guidance on our product pages before ordering. If your item doesn't fit, contact us - while we can't guarantee a free exchange on made-to-order items, we'll always do our best to find a fair solution.
Custom Orders
Custom and bespoke orders are made entirely to your specification and are non-refundable except in the case of a fault or error on our part.
We confirm all details with you before beginning any custom work, so please check everything carefully at the quote stage.
How to Make a Claim
To report a faulty, damaged, or incorrect item, contact us within 48 hours of delivery via our contact page or by email at orders@urbancordcarfts.co.uk.
Please include your order number, a description of the issue, and clear photos.
We aim to respond to all claims within 24 hours and will guide you through the next steps.
Refund Processing
Where a refund is agreed, it will be processed to your original payment method within 14 days. Depending on your bank or card provider, it may take a few additional days for the funds to appear in your account.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer.
Made-to-order exemptions apply to change-of-mind returns only - your right to a remedy for faulty, damaged, or misdescribed goods always stands.
For more information on your rights, visit the Citizens Advice consumer helpline
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